Customer Support Operations Lead

At Bold.One, we don't wait for momentum—we build it. Every customer interaction is an opportunity to create trust, solve meaningful problems, and deliver experiences that make a lasting impact. Behind every great customer experience is a team that leads with empathy, embraces innovation, and continuously raises the bar.

We're looking for a Customer Support Operations Lead to drive operational excellence across our customer support function. In this role, you'll own and optimize support processes, leverage data to identify opportunities for improvement, and collaborate with cross-functional teams to deliver scalable solutions that enhance both the customer and agent experience.

If you're passionate about operational efficiency, continuous improvement, and transforming customer insights into meaningful business impact, this is your opportunity to help shape the future of customer support.

WHAT YOU WILL DO:

• Own and continuously improve customer operations processes, workflows, and standards to deliver exceptional customer experiences at scale.

• Analyze customer feedback, support data, and operational metrics to identify friction points and drive meaningful improvements.

• Optimize customer support systems, including Zendesk workflows, automations, reporting, and knowledge management.

• Partner closely with Fulfillment, Logistics, Product, Marketing, and E-commerce teams to improve customer satisfaction and operational performance.

• Lead process improvement and automation initiatives that increase efficiency, reduce manual work, and support business growth.

• Monitor key customer experience metrics such as CSAT, response times, resolution times, refunds, complaints, and customer sentiment.

• Transform customer insights into actionable recommendations that improve products, processes, and the overall customer journey.

• Build scalable documentation, procedures, and operational frameworks that enable consistent and high-quality service delivery.

WHAT WE EXPECT:

• 3+ years of experience in Customer Operations, Customer Experience, E-commerce Operations, or a similar role.

• Experience working in a fast-paced DTC, e-commerce, marketplace, or digital-first environment.

• Strong understanding of customer support operations, workflows, and service quality standards.

• Hands-on experience with Zendesk or similar customer support platforms.

• Strong analytical mindset with the ability to turn data into insights and improvements.

• Experience with process optimization, automation, and scaling operational workflows.

• Strong ownership mentality with a proactive, hands-on approach to problem-solving.

• Excellent communication skills in English.

WE OFFER:

• Salary range starting from 2800 EUR (Gross) according to qualifications;

• Workplace Flexibility: flexibility in the workplace, including a hybrid working model;

• Encouraging learning environment: opportunities for professional development, including a budget for books and online courses and time for learning;

• Collaborative, dynamic & experienced team: a culture where diverse perspectives are valued and encouraged;

• Regular team building: activities to strengthen bonds with your colleagues through regular team events and outings;

• Referral bonuses: there is an opportunity to receive a reward for recommending someone to the team;

• Modern offices: offices in Vilnius and Kaunas city centers (shower, kitchen, Foosball & other benefits for a comfortable working environment);

• Office Perks: weekly snack refills, bun Wednesdays to brighten your midweek, and company lunch on the last Friday of each month;

• Celebrations & Events: company-wide events and celebrations, such as results overviews, Christmas parties, and summer events;

• Personal Celebrations: recognition of personal milestones and celebrations, such as birthdays and anniversaries.